National Insights Survey
The submission route named on the official notice.
Rail Delivery Group's Research & Development cycle is past due — it ran about every 5 months across 3 notices, and the door is open now. It may re-tender at any time.
RDG is seeking a qualified supplier or consortium of suppliers to manage and deliver a comprehensive Rail Customer Experience Survey over a three-year contract, commencing in Spring 2025.
This survey will gather consistent, high-quality customer experience data across the UK rail industry, including insights from passengers using Train Operating Companies (TOCs) and Network Rail services.
The goal is to provide data that helps the rail industry place customers at the heart of service improvements, allowing for targeted investments to boost customer satisfaction and drive revenue growth.
The successful bidder must ensure continuous data collection during each rail period from a representative sample of rail passengers aged 16 and over.
Key requirements include the ability to process and deliver data in near real-time via an automated connection, ensuring that data is available daily for analysis by RDG and industry stakeholders.
Compliance with GDPR is mandatory, and suppliers should demonstrate their ability to manage and secure sensitive customer information.
Additionally, the survey data will enable the rail industry to align strategic goals, identify improvement opportunities, and provide actionable insights at both a national and TOC level.
RDG aims to build a trusted benchmark for customer experience, and the selected supplier will be expected to provide weekly reporting and adhere to strict service levels to ensure the quality and timeliness of data.
Interested parties are invited to participate in the tender process through RDG’s eProcurement system, where they can access the full tender documentation and submit their proposals.
For more details and to respond to this notice, please visit the link below: https://raildeliverygroup.tlb.app.jaggaer.com/go/474990990191D744803A
What the notice asks for
The goal is to provide data
The goal is to provide data that helps the rail industry place customers at the heart of service improvements, allowing for targeted investments to boost customer satisfaction and drive revenue growth.
The successful bidder must ensure continuous data
The successful bidder must ensure continuous data collection during each rail period from a representative sample of rail passengers aged 16 and over.
Key requirements include the ability to process
Key requirements include the ability to process and deliver data in near real-time via an automated connection, ensuring that data is available daily for analysis by RDG and industry stakeholders.
Compliance with GDPR is mandatory, and suppliers
Compliance with GDPR is mandatory, and suppliers should demonstrate their ability to manage and secure sensitive customer information.
Additionally, the survey data will enable
Additionally, the survey data will enable the rail industry to align strategic goals, identify improvement opportunities, and provide actionable insights at both a national and TOC level.
Sentences from the notice that state an obligation, surfaced automatically and shown in the order they appear. Not an exhaustive list — always confirm against the tender documents.
What this notice demands of you
1 named in obligation language, 0 mentioned. Each one is quoted from the notice.
Compliance with GDPR is mandatory, and suppliers should demonstrate their ability to manage and secure sensitive customer information.
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- OCID
- ocds-h6vhtk-049959
- Stage
- tender · Open
- Source
- Find a Tender
- Buyer ref
- 028839-2024
Contains public sector information licensed under the Open Government Licence v3.0. Source data © Crown copyright.
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